Sure Signal Phone light not coming on

[clivos79]

Hi. Our SKY router managed to reset itself a few days ago and ever since then the Sure Signal won't pick up any phones. I've hard reset it, left it for 24 hours, hard reset again and still nothing. In fact all the lights are on (its an original VSS) apart from the third one down. I have also tried deregistering the device and registering as well as de and reregistering all the devices linked to it.

Please can someone advise - this is the trace I pulled off it this evening

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\clive>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms myrouter.home [192.168.0.1]
2 25 ms 23 ms 23 ms 02deee3e.bb.sky.com [2.222.238.62]
3 * * * Request timed out.
4 37 ms 38 ms 31 ms 0278093c.bb.sky.com [2.120.9.60]
5 34 ms 31 ms 31 ms 89.200.131.177
6 31 ms 31 ms 30 ms bu4.gr10.telon.uk.easynet.net [89.200.135.145]
7 40 ms 46 ms 47 ms AMDGW1.arcor-ip.net [195.69.145.123]
8 49 ms 46 ms 47 ms 92.79.213.137
9 80 ms 62 ms 124 ms 85.205.116.2
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

C:\Users\clive>

[Retired-Andy]

Hi clivos79,

Thanks for the traceroute, despite the timeout at hop 3, everything looks fine with it. As you’ve mentioned that the Sky router reset itself, this may have been to do with updates pushed out by Sky and has resulted in a change to your IP address.

We can resync your Sure Signal for you, can you post your serial number please and we can push it through.

Thanks

Andrew

[____Kate____]

I am having a similar problem - Sky router is working fine, and I have full WiFi, but VSS box (version 2) is showing solid power light but no phone light, and my phone is not able to connect.

Both router and VSS box have been subjected to hard resets, which hasn't fixed the issue.

VSS Serial No. 40120236068

Let me know if you need any other info. Thanks!

[randomcamden]

Tried my VSS in 2 other locations to prove it isn't my  internet connection. Failed the same way at both.

Replacement unit being sent out Monday- hope that sorts it.

[Retired-PaulE]

Hi ____Kate____, 

We will need a little more information from you;

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks

Paul

[____Kate____]

I assumed you'd done some random reset, as my phone magically started picking up signal again, even though I've still got the same problems with the lights on the box.

Do you still want me to run these traces, seeing as it's now working?

Thanks!

[clivos79]

21223483393 regards

[Retired-Andy · Accepted solution]

Hi clivos79,

I’ve just resynced it for you. To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

Let me know how you go on.

Thanks

Andrew

[diyafury]

Hi

I have the same issue - I've done the reset thing and lights 1,2 and 4 come on. However I still do not receive a signal on my phone. It's always worked but I have been away for a week and since I've been back it's not working. I'm not sure what's changed...possibly a power cut?

Please help

Much obliged.

[Ben_H]

Hi @diyafury  

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks
Ben